Returns & Refunds Policy

Our Returns & Refunds Policy

This policy is written in accordance with your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason (the "cooling-off period").

To exercise your right to cancel, you must notify us in writing within 14 days of delivery via email at admin@surprisemehq.co.uk.

Important: Bundle Return Condition

Our products are sold exclusively as complete mystery gift bundles. As such, the following conditions apply to all returns:

The entire bundle must be returned unopened and unused, exactly as received.
Individual items cannot be removed from the bundle and returned separately.
Bundles that have been opened, partially used, or where items are missing will not be eligible for a refund.
The bundle must be returned in its original packaging in a resaleable condition.

This condition exists because the integrity of the mystery bundle cannot be maintained once opened, and individual items cannot be restocked separately.

Digital Services & Add-Ons

Certain products available on our website are digital services, including our Social Media Video Add-On.

Under the Consumer Contracts Regulations 2013, you acknowledge and agree that once the creation of a digital service has begun at your request, your right to cancel is lost. By purchasing a digital service add-on, you expressly consent to us beginning the service before the end of the 14-day cancellation period, and you acknowledge that you will lose your right to cancel once the service has commenced.

As such, digital service add-ons are non-refundable once work has begun. If you have any concerns prior to the service commencing, please contact us as soon as possible at admin@surprisemehq.co.uk.

How to Return

To initiate a return:

Contact us via our Contact page within 14 days of receiving your order.
Include your order number and reason for return.
We will provide you with the return address and any further instructions.
You are responsible for the cost of return postage unless the item is faulty or not as described.
We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

Refunds

Once we receive and inspect the returned bundle and confirm it meets the conditions above, we will process your refund within 14 days. The refund will be issued to your original payment method.

We reserve the right to deduct from the refund for any diminishment in value of the goods if they have been handled beyond what is necessary to assess their condition.

Faulty or Damaged Items

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose. If your order arrives damaged or faulty, please contact us within 30 days of delivery with:

Your order number
A description of the fault
Photographs of the damaged item and packaging

We will offer a suitable remedy, which may include a replacement item or a full refund.

Exceptions & Non-Returnable Items

We cannot accept returns in the following circumstances:

The bundle has been opened, used, or items have been removed
The return request is made outside the 14-day cooling-off period (except for faulty goods)
The goods have been damaged after delivery through misuse
The item is a digital service (such as the Social Media Video Add-On) and work has commenced

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law. For further information, you can visit the Citizens Advice website or contact the Trading Standards service.